First, Watson can understand natural-language questions - either spoken or written in English - and it responds with not just answers but evidence and confidence levels in those answers. "We believe Watson is a great answer to start intermediating this problem."Īt least three attributes differentiate Watson Engagement Advisor from text analytics and other customer-support systems, according to Saxena. "Companies tell us that their customers are sharing more and more information about themselves through Twitter, Facebook and reviews, yet the quality of service is going down and customers are getting frustrated," said Manoj Saxena, general manager of IBM Watson Solutions, during the launch event in Nashville, Tenn. The technology can interface with company service reps, for agent-assisted service, or it can interact directly with customers.Īn "Ask Watson" feature built into the Engagement Advisor will enable customers to ask questions, provide feedback to guide purchase decisions or troubleshoot problems by interacting with the system, according to IBM.
IBM announced Tuesday the IBM Watson Engagement Advisor, a new version of the company's Jeopardy-playing, cognitive computing technology in a version designed to improve the customer service experience. 10 Cool Products at Interop (click image for larger view and for slideshow)ĭo you call in with customer-service questions or complaints? Don't be surprised if one day soon the synthesized voice on the other end of the line says, "This is Watson How can I help you?"
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